Thu.Jun 30, 2016

The 3 Customer Service Skills of Brilliant Support Teams

Kayako

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz.

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e.,

The 3 Customer Service Skills of Brilliant Support Teams

Kayako

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz.

15 Top Customer Service Training Courses for Your Agents (Half Are Free)

Comm100

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction.

Course 205

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting.

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Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting.

Changing Customer Behavior: Your Brain Loves a Story

360Connext

The following is a Best of 360Connext post Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and totally complex, almost spiritual, machines in another. The more we learn about […]. The post Changing Customer Behavior: Your Brain Loves a Story appeared first on Customer Experience Consulting.

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also. View Article

The Top Trend to Change Our Industry in the Next Five Years

Calabrio

We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. It’s not just because we’re data lovers (we are!), it’s because we know analytics is the key to unlocking what’s been so close yet so out of reach for so long—the voice of the customer.

Trends 100

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

OpinionLab supporting Midwestern tech scene growth

OpinionLab

At Opinionlab, we are proud to employ some of the best technology professionals in the Midwest. Attracting this sort of talent involves supporting the communities that form around the most exciting technologies — technologies that allow us to provide the very best in innovative products for our clients. As an example of this, OpinionLab recently hosted the Clojure Meetup in Chicago.

The Problem With Dropshipping: CX Consistency

ForeSee

A customer buys from you online, the item gets delivered, and (as far as you know) everything went to plan. Yet, that same customer never returns to buy again. Sound. The post The Problem With Dropshipping: CX Consistency appeared first on ForeSee.

The Definitive Guide on When to Survey Your Customers (Introducing Custom Scheduling)

Promoter.io

This week we posted a story on Inbound.org and was asked a question we hear quite often: “I currently send out NPS surveys to our customer database once every 6 months because I feel like anything more would get annoying.

NPS 63

Why Every Company Has Time For Customer Advocacy (And Where To Find It)

Influitive

Marketers are busy people. That’s why the thought of managing another program or piece of technology every day sounds about as appealing as the next Justice League movie. You’ve got growth targets to hit, right? You don’t have time to delight your customers with something like an advocate community.

B2B 70

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Podcast: The Value of Prototypes

Bain

Creating a pilot or prototype is an essential part of designing a robust Net Promoter System. These small-scale efforts allow a company to experiment with the system’s essential elements, helping the company to create an effective program it can expand to other parts of the organization.

What You’ll Never Get from NPS (Or Any Other Outcome Metric)

InteractionMetrics

Every company has its own take on customer experience—what are your goals? Perhaps you’re looking to stage the customer experience to strengthen customer loyalty and retention. Or, maybe you need more proactive customer service to increase First Call Resolution (FCR).

NPS 52